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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLEExperienceCUSTOMER SERVICE MANAGER THE J.G. WENTWORTH COMPANY APRIL 2020 - PRESENTProvide the highest level of customer service by resolving all clients concerns or questions promptly, professionally, and thoroughly.Build and maintain excellent relationships through open and transparent communication via email and phone.Work with J.G. Wentworths Customer Management Software to manage clients accounts and documents.Adhere to all company policies, procedures, business ethics codes, and core values which are Sustainability, Diversity, Compassion, Empathy, Respect, and Appreciation for hard work.Manage and lead a team of 6 employees.Conduct monthly individual meetings to improve employee's performance.Prepare staff schedule and track employee performances.Update aging reports based on daily audits.Generate revenue increase of 30% yearly over multiple product lines, such as Sales, Collection and Write-Offs.Conduct communication meetings with employees on a regular basis to ensure that changes in policies, procedures and standards are disseminated in a clear and concise manner and are understood by each employees.Work hand in hand with other supporting departments with the likes of Accounting, Marketing, Sales and Underwriting to ensure our clients have the best experience.Serves as the last point of contact for all clients and vendors contacting the organization to provide world-class client service.Answer 100 to 300 phone calls monthly.Educate customers about their previous transactions with the company.Made aware by employees of problem accounts that may have resulted in write-off because of clients passing.Connect with customers via telephone, email, and chat to resolve their concerns or questions.Consistently made sure my department meet or exceed established goals and performance metrics.Inform insurance carriers of overdue accounts amount owed and effectively collected payments.Maintain an average of 97% CSAT (customer satisfaction) goal each quarter.Review work requests for internal and external departments for responsible for closing clients accounts.Monitors and manages the collection of accounts receivable as assigned.Set monthly collections goals.Document notes in customers account for every interaction.Review collection reports to decide status of outstanding payments.Train new team members on scripts, company services and collection strategies.Scan and save documents in database to keep records of outstanding payments.Identify data entry errors and report to necessary internal or external departments.Experience in hybrid scheduling, 3 days on-site and 2 days at home.MEDICAL CLAIMS SPECIALIST II EINSTEIN MEDICAL MARCH 2018 MARCH 2020Answered phone calls throughout the day to provide information, set appointments and take messages.Verified patient demographic data, forms, and insurance information.Understand medical insurance and billing requirements.Responsible for the collection of receivable dollars from existing customer base, resolution of customer billing issues, reduction of accounts receivable delinquencies, and all other aspects of credit and collections.Generate monthly accounting reports and submitted to sales department.Knowledge of SMS IDX and EPIC systems.Utilized knowledge of the pharmacy processes and procedures to ensure that callers needs are met.Documented each collection activity on the Patient Accounting system.Managed all payment processing, invoicing, and collections tasks.Ability to conduct family and patient interviews.Entered adjustments and corrections to accounts in Patient Portal.Arranged scheduled repayments based on customers financial situations.Reviewed entire accounts to ensure claims were billed properly, payments were applied correctly, and all necessary adjustments were made 100% of the time.Communicated financial obligations, co-payments, and past due balances to patientsProcessed and safeguarded credit card transactionsSecured payments by following up with customers which disregarded promise to pay.Informed supervisor of any problems that arise 100% of time.Performed research and due diligence to resolve issues in a timely manner.Routinely contacted account holders with balances over 60 days past due to resolve delinquencies.Communicated with insurance carriers to resolve denied claims and resubmitted.Collected payments and applied to patient accounts.ASSISTANT BRANCH MANAGER HERTZ CAR RENTAL JANUARY 2016 FEBRUARY 2018Trained team members in telephone techniques and customer service delivery.Sold Hertz Rental Car Protection such as Liability Insurance Supplement, Limited Loss Waiver, Less Damage Waiver, Partial Damage Waiver, Personal Accident and Personal Effects Coverage.Developed strong customer service team that achieved phone quality scores over 70%.Surpassed performance goals by consistently meeting or exceeding $10,000 team monthly sales goal.Reviewed sales contract with customers to ensure clear understanding of agreement.Leveraged excellent customer service to build relationships resulting in over $80,000 in sales through repeat business.Critically analyzed customer disputes to safeguard service standards and retention.Developed written materials for senior management to expand markets and promote businesses.Awarded #1 in the region in sales for the month of September 2017 totaling $5,500 in sales.Maintained and developed positive relationships with internal and external customers.Organized all reservations and pick-ups with customers and developed relationships with existing vendors.Proven track record for decisive actions backed by analytical thinking, goal-directed leadership and service-oriented performance.Developed, communicated and monitored locations and individual objectives and consumer knowledge of brands and services, ensuring that they are in line with overall corporate objectives.Managed a team of 25 individuals in two different locations.Responsible for all new hires, terminations, benefit premiums and all other changes to employee records.Acted as the primary contact for daily employee issues or questions regarding payroll matters including timekeeping and paychecks.Developed, facilitated and lead improvement of program metrics, tools and reports.Represented the program with internal and external stakeholders.Executed weekly payroll, updated attendance and time off daily.Met with repair shop owners to discuss product needs, accomplished sales goals and facilitated sales growth.Developed short- and long-term strategies to achieve sales goals.Scheduled regular vehicle maintained to ensure operational efficiencies.Utilized GPS systems to monitor drivers and track vehicles in case of theft.Maintained detailed records of vehicle servicing and inspections.Education Graduated from Delaware State University in 2015Bachelor of Arts in Mass Communication, Concentrated in Public RelationsMinor in Business Management3.6 GPSCertificatesFamily and Friends CPR Certification, American Heart Association, 2009A Comprehensive Guide to Medical Coding Certification, Alison, 2019Basics of Medical Billing & Coding Certification, Alison, 2019Guide to ICD-10: Classifying Medical Data Certification, Alison, 2020HIPAA Compliance: A Complete Guide Certification, Alison, 2020Account Receivable Management Certification, Alison, 2023Managing Groups and Individuals Certification, Alison, 2023Other ExperienceASSISTANT FOOTBALL COACH BENJAMIN FRANKLIN HIGH SCHOOL JANUARY 2024 - PRESENTCollaborating with 6 other varsity coaches to maintain consistent athletic program by scheduling team meetings and practices.Work closely in training capacity with fellow student-athletes during off-season.Set clear performance targets for evaluating 45 players and team achievements.Monitor safety of training, individual exercise program and equipment usage to avoid sports injuries and damage to facility.Linebacker and Running Back position coach.Implement adjustments and game plans to meet various game situations.Evaluate film of upcoming opponents to assess strategies. |
